EP 0342667 B1 19960124 - Automatic call distribution system
Title (en)
Automatic call distribution system
Title (de)
Automatisches Anrufverteilsystem
Title (fr)
Système de distribution d'appels automatique
Publication
Application
Priority
JP 12066388 A 19880519
Abstract (en)
[origin: EP0342667A2] An automatic call distribution system includes a network switch (11) having a plurality of pilot extensions (P1, P2), a plurality of agents (A, B, C) being split into a plurality of agent groups, trunks (17, 18) provided for each of the pilot extensions, and line circuits (22, 23) provided for each of the agents. The system also includes a memory (16) which stores a route table provided for each of the pilot extensions. The route table defines some agent groups among the plurality of agent groups. The defined agent groups are to be connected to the related one of pilot extensions. A control circuit (12 - 15) seeks an idle agent relating to the agent groups defined by the related one of the route tables, and establishes a route between the call and the sought idle agent through the related trunk, network switch, and line circuit.
IPC 1-7
IPC 8 full level
H04Q 3/58 (2006.01); H04M 3/46 (2006.01); H04M 3/523 (2006.01); H04Q 3/62 (2006.01)
CPC (source: EP US)
H04M 3/523 (2013.01 - EP US); H04Q 3/625 (2013.01 - EP US)
Designated contracting state (EPC)
DE GB SE
DOCDB simple family (publication)
EP 0342667 A2 19891123; EP 0342667 A3 19910821; EP 0342667 B1 19960124; AU 3487889 A 19891123; AU 608440 B2 19910328; CA 1314319 C 19930309; DE 68925497 D1 19960307; DE 68925497 T2 19960704; JP H01291596 A 19891124; JP H0714230 B2 19950215; US 4951310 A 19900821
DOCDB simple family (application)
EP 89108932 A 19890518; AU 3487889 A 19890517; CA 600041 A 19890518; DE 68925497 T 19890518; JP 12066388 A 19880519; US 35250189 A 19890516